I hate to write this review as overall I had a good time, but the fact that my legs are COVERED in flea bites is unfortunate and unacceptable.
The hotel has brown carpets in the rooms. They told me they have a no pet policy, so I am not sure what was biting me. I woke up with at least 8 or 9 bites all on my right leg and foot on morning 1 of a 3 night stay. I immediately thought fleas, but then wanted to give the benefit of the doubt and thought maybe it was mosquitoes as I slept with the balcony door open.
Day 2 the bite situation seemed the same, no more, no less, so I didnt take action or report it. I was also out of my room almost all day and evening that day, only being in my room briefly to sleep.
Day 3 as I was calling to request a copy of my bill, I realized I was absentmindedly scratching my left foot where I had 3 new bites during the short phone call to reception. I freaked out and realized it really was fleas in the carpet and went to front desk. They were very nice and embarrassed and gave me some anti-sting creme (intended for sunburn) and said they would report it to houskeeping, As I was checking out I just thought it important that this be fixed before someone else suffer.
This hotel was basically fine. New construction, everything in the room and the linens and bathrooms felt clean - no mould, no dust, fresh feeling in the room, good AC system even though I chose to sleep with fresh air and open my balcony door at night. The staff were all friendly and efficient. The mattress was too soft for me and caused me back pain on night one, so on night 2 they fixed it by having housekeeping put a board under the mattress - it worked really well and I was grateful and impressed by the simple but effective solution.
One inefficient thing was that I checked in on Saturday and then Sunday morning my room phone stopped working. There was no-one available from maintenence to fix it until Monday, but no-one told me this definitively, so instead I kept checking in with front desk who said they would try to reset it and then call me then they forgot to call me and were nicely apologetic but it was still really inconvenient. I physically went up and down from floor 11 to front desk whenever I needed to communicate with them, plus I had a dear friend in town also staying in the hotel on floor 14 and she couldn't reach me on the room phone and we were reduced to emailing which was inefficient and annoying (we both had US mobile phones). I understand technical glitches happen but I was not clear exactly how or by when it would be remedied and found myself chasing the desk about it and not having continuity between guest services members when shifts changed, so it basically felt like I reported the same thing 4 times over 2 days until it got resolved when someone just turned up in my room at 10am on Monday.
The roof is nice for lying out, they have yoga mats to lend you which is great, and a small gym. The roof desperately needs cleaning, the floor tile is white and really not clean. But otherwise it is a great space, sad it does not feel clean.
Overall it is a hotel where I would go back, it is just a shame that I think my room and perhaps only my room had fleas. My friend is an actor and she was upgraded to a Penthouse on the 14th floor and it was large and pleasant. My room on floor 11 (1114) was quite small but functional in design and layout and had a balcony and was quiet and pleasant also.
ask for a high floor away from the elevators for quiet.
If you want the option to breathe fresh...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 17, 2013
You mentioned how you hated writing your review well we certainly didn’t enjoy the negative feedback in regards to the hotel though definitely appreciate the constructive criticism and all points mentioned were addressed immediately.
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We do indeed have a no pet policy and this is not negotiable. Upon your departure we had that room steamed cleaned all throughout and conducted a very detailed clean. We were shocked and appalled to hear you had these issues.
In the future we hope to get a chance to rectify your stay and show you how the standard of our rooms does match the excellent service we provide. If you do feel you want to discuss your stay further you are more than welcome to contact our General Manager Lee Davey directly on 9040 1251 or email@example.com. Thank you
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.